What are the responsibilities and job description for the IT Support Specialist position at The Rockridge Group?
TITLE: COMPUTER SERVICE TECHNICIAN (L2)
Summary:
We are looking to hire a skilled L2 Service/Repair Technician to assist our clients with computer hardware issues. Responding to assigned repair tickets involving computer damage, system not booting, water spills, cracked screens etc. This self-motivated candidate will follow defined account or departmental policies and procedures, work on routine assignments, identify, test and repair system hardware.
Essential Duties and Responsibilities:
- Support of PC & MAC Platforms & Operating Systems.
- Responds to dispatched assignments usually involving the installation, repair or maintenance of computer hardware.
- Computer replacement program initiatives, including System Level Migrations, Data Migrations, Application Install and Configuration on PC & MAC systems.
- Work independently on assignments and report progress to your supervising manager.
- Coordinate, manage and predict equipment and part needs for dispatched service requests and coordinate those requests directly with the client.
- Facilitate 100% of service ticket closures for all requests within Service Now/OPUS.
- Manage assets and take detailed notes utilizing CRM tools or applications by keeping status, details, notes or any other updates consistent between multiple tools or applications utilized for Customer Request Management and Tracking purposes.
- Provide regular feedback consistent with the needs of the team and environment for ongoing improvements.
- Keeping certifications and training updated.
- Other duties and responsibilities may be assigned.
- Must be able to lift (properly) up to 50lbs.
Education/Experience:
- 3 years Windows & Mac Experience within an L2 Deskside/Repair Support role
- Customer Service and experience working directly with customers is a must.
- Technical authorization CompTIA or equivalent certifications (Apple/HP).
- Requires a sound technical background with a minimum of 3 years of professional experience in a Service or IT environment.
- Ability to troubleshoot and resolve complex hardware and software issues.
- Excellent communication skills are a plus.
- Service Now ticket Management.
- General knowledge of gSuite (Gdocs, Gsheets, gmail) or Microsoft office is a plus.
Salary : $45,000 - $55,000